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CSG CUS TOM RULES ENGINE | 1
CSG CUSTOM RULES ENGINESet rules, save money. We’ll help you create new efficiencies in your legacy platforms.
© 2020 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED. CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC.
When your business serves a large population of
customers, a single flaw in your billing process can be
costly. You could be over- or undercharging customers,
taking incorrect actions on their accounts, sending out
unnecessary truck rolls and making other errors that
damage your customer experience (CX) and hurt your
bottom line.
Often, all you need to fix these flaws are well-placed
business rules.
With the CSG Custom Rules Engine, you can create
versatile business rules that help you get the most out
of your existing platforms for billing, customer orders,
technical support and other operations.
WHAT IS THE CUS TOM RULES ENGINE?
The Custom Rules Engine (CRE) is a system that
streamlines a vast range of billing system functions based
on business rules you create. It automates actions to be
performed on a billing account, or prevents unwanted
actions, under criteria you specify.
The CRE is versatile
The CRE integrates with virtually any billing system, and
its rules can be quickly reconfigured as your business
conditions change.
The rules are versatile
The same rule can standardize operations across both
contact centers and brick-and-mortar locations. You can
also apply different versions of the same rule for separate
geographic regions or business divisions.
The CRE is a problem-solving engine; our developers
are problem solvers.
We work with you to identify solutions to process issues
you have, and our developers code the rules to integrate
them into your existing platform.
200 MILLION+ BUSINESS RULES BEING EXECUTED EVERY MONTH
90,000+
CUSTOMER SERVICE REPRESENTATIVES ASSISTED EVERY DAY
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CSG customers have implemented some especially
useful custom rules, which we’ve broken down here into
four categories:
Simplify Order Entry
Customer Experience
Compliance
Reduce Truck Rolls
Below you’ll find a sampling of rules, the problems they
help solve and the benefits customers reap from them in
terms of CX and cost reduction.
SIMPLIF Y ORDER ENTRY
Are there functions in your billing system you want
to automate for specif ic situations? Or actions you
want to block under certain circumstances? The CRE
enables you to create rules that streamline orders
for your agents, preventing adverse actions and
second-guessing that can cause customer friction and
increase costs.
Box Revenue
On occasion, a customer might be inaccurately
charged for the equipment they’re currently renting:
they might be using a cable box or router that
is going uncharged on their account, or they’re
paying rental for equipment they don’t have. Many
companies correct discrepancies after an audit,
but these corrections can increase customers’ bills
unexpectedly, driving calls to the contact center.
This rule contains logic that ensures that when the
agent is servicing the customer account, the account
has codes for each piece of equipment the agent sees
on the equipment screen. If the information doesn’t
match, then the rule requires the agent to reconcile
the information before they complete the order.
CUS TOMER E XPERIENCE
You can implement rules through the CRE that make your
agents’ functions more efficient and accurate, improving
CX in both your contact centers and brick-and-mortar
locations.
Front Counter Solution
If you take payments from customers in person, your
agents at those front-counter locations might have to
key the transactions manually. The CRE can streamline
various transactions—credit card, check and electronic
funds transfer—by pulling payment information directly
from the reader to fill out the payment forms.
You can also implement rules to automatically email
customers customized receipts from those in-person
payments—an eco-friendly alternative to producing print
receipts by default.
COMPLIANCE
Every business trains its customer care agents to
adhere to company policy, industry regulations and
other guidelines in serving its customers. But still it
pays to have guardrails around your billing system that
prevent costly errors. The CRE helps you customize
those guardrails to f it your business and its changing
obligations.
THE CRE SAVINGS IMPACT By using the Box Revenue rule, one CSG customer
avoids over- and undercharging customers for
rented equipment, saving an estimated $32,000 PER DAY—nearly $1 MILLION PER MONTH
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Restarting Accounts
When a customer’s service is deactivated due to
delinquency, there are certain situations where the
business would prefer to forgive the customer’s bad
debt and reactivate their service. But how do you
standardize that decision-making among your agents?
Using the CRE, you can create a rule that blocks
agents from restarting a written-off customer account
if it meets specif ic criteria, such as if it reaches a
certain balance due or has aged a certain number of
months. You can also implement a rule to forgive the
debt on accounts that meet specif ic criteria; it adds an
adjustment to the account on the back end, allowing
the agent to enter the restart without having to make
the adjustment manually.
With key rules applied, the CRE can help your agents
take more consistent actions on customer accounts in
adverse standing, maximizing revenue.
REDUCE TRUCK ROLL S
For the typical communications service provider (CSP),
sending a field service technician to assist a customer
costs the business an average of $70 per truck roll.
CSG customers have realized savings by preventing
unnecessary truck rolls through various operations in
their contact center.
WiFi-Ready Automation
CSPs sometimes have situations where their end user is
moving out of a residence, but the internet equipment
should stay put. This is common when a homeowners’
association is the customer account; when an outgoing
user deactivates the service, it is unnecessary for them
to return the equipment or for field service to retrieve it.
In this or a similar situation, a rule can populate a
reminder to the agent notifying them that the equipment
shouldn’t be removed during disconnect, or the customer
doesn’t need it installed to activate it.
WHAT NE W EFFICIENCIES CAN THE CRE UNCOVER FOR YOUR BUSINESS?
These are a few examples of the custom rules CSG
customers are implementing in their billing systems to
improve CX and reduce costs. But every business is
different and can realize efficiencies in a multitude of
functions across the enterprise.
What CX and revenue problems could the CRE solve
for your business? Contact a CSG representative to
learn more ways to create efficiencies in your workflow.
ABOUT CSGFor more than 35 years, CSG has simplif ied the
complexity of business, delivering innovative customer
engagement solutions that help companies acquire,
monetize, engage and retain customers. Operating
across more than 120 countries worldwide, CSG
manages billions of critical customer interactions
annually, and its award-winning suite of software and
services allow companies across dozens of industries
to tackle their biggest business challenges and thrive
in an ever-changing marketplace. CSG is the trusted
partner for driving digital innovation for hundreds
of leading global brands, including AT&T, Charter
Communications, Comcast, DISH, Eastlink, Formula
One, Maximus, MTN and Telstra. To learn more, visit
our website at csgi.com and connect with us on
LinkedIn and Twitter.
THE CRE SAVINGS IMPACT A CSG customer provides internet for about
11,300 locations where an association owns the
account, and not the resident. The WiFi-Ready
Automation rule prevents about one truck roll
per location, per year when residents move.
11,300 LOCATIONSX $70 PER TRUCK ROLL$800,000 SAVED PER YEARThe company also estimates an additional
savings of nearly $80,000 by containing calls to
the contact center.
